IOV
What does IOV stand for?
Inbound Outbound Verification
Name all the applications you can register a Subway store in.
SubVentory
An account that uses more than one of the apps, AD Ops, AD Inventory, AD Temp, AD Sense, and name the apps..
Dairy Queen
GyG
For QA, true or false, auto-QA is graded by the AI system?
TRUE
The correct ticket title syntax...
Service - Description of Issue
What does RFID stand for?
Radio Frequency Identification
What are the reports called that a customer can export from their SubVentory application, regarding Inventories
Accounting Software & Inventory Reports
For AMPM stores with the 9442 printers, what is the process for retrieving the sign-in credentials?
1. We escalate to L2, and they will reach out to their account admin and will provide them with the sign-in credentials.
A simple way to show the customer experience is to use the customer's name. (T/F)
Very True! So do it!
How often should we check our open tickets?
Daily, at the beginning and end of shifts, throughout the day, when there is a tracker update, and when there is an app version update.
Name the hardware used by a distribution center.
Tunnel, Reader, High-density chamber, ADPT1 and ADTP2
If an item isn't showing as an option on their SubOps list for prepping, what could be causing it?
They don't have the items enabled on SubVentory.
Is this statement true...
DogHaus uses a GoLabel printer & some Subway stores use the 9442?
True!
For Quality Assurance, name the 4 categories that is graded under the Product and Process Expertise...
1. Product knowledge and solution
2. Efficiency and prompt resolution
3. Internal process
4. Escalation process
What MANDATORY INFO is required in all tickets? (there are 4)
Ticket title, customer name, ticket summary, and the left panel info.
Name 3 accounts that use IOV.
Adidas, Rennai Beauty, Sodexo, JD Sports, Bestseller, Primark, Pantaloons, United Creations, ComputerType, Falabella, LPP, Onitsuka Tiger
Unlicensed Location
"This location is not licensed. Please contact support for assistance."
1. Is a message when...
1. When the location doesn't have an active subscription
When using the AD Sense service, how does the customer configure the equipment? (Hint: How do we address these tickets)
They equipment comes pre-configured by our team. If it it wasn't, they would send us a picture of the unit, to include the MAC, and we would escalate it to L2.
The 4 different types of communication styles (effortless experience)
1. Amiable
2. Expressives
3. Analytics
4. Drivers
If we can close a ticket by relating information, should we do it? (Y/N)
If we are waiting for a response from the customer, should we close the ticket or leave it pending?
1. Yes
2. Leave it pending customer
What information should we collect when reporting a hardware issue for an IOV account?
IP Address, Name of the device,
What are the different types of SubOps subscriptions & their prices?
Additional question... Which of these 4 come with the service contract for the GoLabel printer?
1. 1-Year - Full App - $150
2. 1-Year - Prep Only - $80
3. Quarterly - $45
4. Monthly - $17
What are the 2 ways you can calibrate a ZT231? (Provide the steps for both)
Auto-Calibrate and manual calibrate.
What does it mean to shift channels, and provide an example of when to shift channels?
Shifting channels means making the judgment about when to offer a different form of communication when the channel they're on (voice, chat, or email) isn't the best option.
Examples are subject to the agent's answer
List 7 different resources or tools we can use to better solve our tickets, and provide information to the customer
1. Macros
2. Reference sheet
3. Training's
4. Gems
5. Our Team & leadership
6. Support team meeting notes or turnover notes
7. Videos to share
8. Stonly
9. Different channels available